We are excited to announce an opportunity to join our Customer Relations Team as a Technical Support & Quality Manager based in Northampton.
As our Technical Support & Quality Manager, you will be responsible for providing technical knowledge on a wide range of kitchen and bathroom installation queries. Your expertise will support full resolution for the customer, providing insight into root cause to reduce complaints and develop training materials to upskill agents on key areas of technical and installation knowledge.
Your role will promote confidence and promote first stage resolution, ensuring that our team provides the highest quality service to our customers.
If you have a passion for technical support and quality assurance, we invite you to apply for this exciting opportunity.
Key Responsibilities:
Be a visible point of contact for all Service specialists managing customer complaints/claims, supporting with technical knowledge and advice to get to correct resolution.
Identify and Support the upskilling of colleagues with recommendations on key areas of improvement by providing training and content on key themes to build confidence and knowledge.
Identify, provide/deliver knowledge on common faults and create knowledge banks, decision trees and training materials to support business processes for resolution.
Fully understand Wickes workmanship guarantees, product warranties and work within compensation framework to provide consistent resolution for customers and prevent unnecessary escalations
Support colleagues with a holistic view looking at all available system information (vision/zendesk/HDX) to establish the correct path for customers.
Become a key point of contact for colleagues and aim to resolve queries in house liaising with installation field team, installers and associated colleagues as required.
Work with Wickes L+D team, and to produce meaningful training materials and identify key opportunities to upskill.
Establish ways to reduce unnecessary compensation.
Utilise Csat data to understand root cause and where this is attributable to Wickes, liaise with the key stakeholders to provide robust feedback and clear evidence of the opportunity
Actively support colleagues with the Corrective Action process to increase acceptance rate and increase accuracy of request.
Perform other related duties as assigned
Become proficient with Installer Ways of Working and establish where these can be used to upskill the team upskill the team to know what should be expected from our sub contracted installer team
Have a good working knowledge of the ordering & quoting system for installation services
What are we looking for:
Data protection experience
Health & Safety principles
Knowledge of Competition law, Bribery act, Consumer law
Ability to deliver technical training in an engaging and meaningful way
Growth mindset & hungry to build knowledge continually & fully understand best practice process & how this evolves
Ability to work collaboratively and carry out tasks effectively
Knowledge of Domestic Installation industry
What can we offer you?
You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us
We’ll also equip you with a benefits package that includes
Annual bonus
Private Medical Insurance
Save-as-you-earn scheme
Contributory pension scheme
Colleague discount
Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme
Our widely recognised wellbeing strategy is something we’re proud of at Wickes. As part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support.
We recognise the value of bringing our teams together to collaborate, support each other and build on our amazing culture. We are also encouraging our teams to work flexibly, with a blend of remote / office working.
About Us:
Wickes is a multi-channel retailer operating in the home improvement market. With 40 years in industry, Wickes now generates revenue in excess of £1.6Bn across 230 stores delivered by 8,000+ colleagues.
But it is the Wickes’ culture that is considered its best kept secret; it’s a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team. All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we’ll make you feel right at home.
Please note: All offers of employment are subject to DBS / background checks
